Consumers say that the online purchase of Rongshida freezers has a significantly reduced capacity, and the seller: personal measurements may have errors

Recently, Mr. Liu from Suzhou, Jiangsu, reported to The Paper’s public interaction platform “Service Pulse” (https://tousu.thepaper.cn) that on October 14, 2025, he purchased a Royalstar freezer with a capacity of 228L from an e-commerce platform. After it arrived, he found that the actual volume of the freezer compartment “shrank” by about 92L compared with the labeled volume.

On April 2 and 3, 2026, The Paper called the customer service of the JD platform twice. The other party responded that it was inconvenient to disclose the specific handling results, “but there were JD specialists handling it before on the platform, and they also provided the corresponding solution to the customer.” Going forward, it will continue to contact the consumer for resolution.

Regarding the freezer’s volume issue, on April 3, The Paper consulted customer service staff of the “Royalstar Freezer Flagship Store.” The staff member said that the capacity of 228L is measured from inside the freezer. “All the products we sell are authorized by the brand,” they said. “The data we have is provided by the factory.”

Screenshot of the product details page for Royalstar freezers

Consumers say the freezer’s actual volume “shrank” by about 92L

Mr. Liu told The Paper that on October 14, 2025, he spent 601 yuan on JD.com’s “Royalstar Freezer Flagship Store” to buy a Royalstar model BD/BC-228D freezer. The product details page information for the freezer states that its dimensions are 715512865mm (LWH), and the capacity is 228L.

Mr. Liu said that after receiving the goods, he manually measured the freezer’s internal dimensions to be approximately 59.5cm35.5cm69.5cm. After subtracting the dimensions of a “protruding part” inside the freezer (occupying a certain space) of 35.5cm17.5cm18cm, he calculated the actual volume to be about 135.6L. He said this differs by about 92.4L from the “freezer volume 228L” indicated on the seller’s product promotional graphic.

The national standard GB/T 8059-2016 “Household and similar purpose refrigeration appliances” released by the General Administration of Quality Supervision, Inspection and Quarantine of China and the China National Standardization Administration on December 30, 2016 stipulates that when the measured value is less than the rated value, the difference between the measured value and the rated value should not exceed 3% of the rated value or 1L (whichever is greater). Mr. Liu believes that the difference between the actual volume and the labeled volume of the freezer he purchased is far beyond the error range specified by the national standard.

After discovering the problem, Mr. Liu communicated with the seller multiple times, but the two sides failed to reach an agreement. With no choice left, he filed complaints with the JD platform and Beijing 12315, putting forward his corresponding demands: the seller should compensate his losses “ten times” due to a fraudulent claim, and at the same time, he believes that the JD platform should require the seller to rectify the issue or remove the product from sale. If they repeatedly do not make changes, he said, the store could even be closed to prevent it from continuing to infringe upon the rights and interests of more consumers who are unaware of the truth.

Screenshot of Beijing 12315’s reply

Seller: Both the product size diagram and the promotional image can match; personal measurement can have errors

The screenshots Mr. Liu provided show that on February 6 this year, Beijing 12315 replied to him, saying that it received a report alleging that the third-party seller “Royalstar Freezer Flagship Store” on JD.com was selling products suspected of violating laws, among other issues. After investigation, the subject involved in the above products was Ningbo Duofangda Network Technology Co., Ltd. According to relevant regulations, the report has been transferred to the Cixi City Market Supervision and Administration Bureau for handling. With the existing evidence, it was not possible to determine that the reported party’s unlawful conduct was established. According to relevant regulations, the unit decided not to file a case.

Mr. Liu said that on March 15, 2026, the plan provided by the seller was: “We can help customers bear the shipping cost for return and refund handling. If the customer accepts keeping the goods, we will help the customer apply for a 50 yuan retention compensation.” The other party also said, “The product size diagram and the promotional image on the page can both match. Because each person measures differently, there may be some error.”

As for the JD platform, Mr. Liu said that at the end of 2025, JD customer service had responded that “it will ask the seller to make corrections.” As for how the corrections would be made and what the outcome would be, JD customer service personnel did not tell him again.

Screenshot of the seller’s reply for the “Royalstar Freezer Flagship Store”

On April 2, 2026, The Paper called the seller of the “Royalstar Freezer Flagship Store” multiple times, but the phone calls were not answered. On April 3, regarding the freezer’s volume issue, The Paper consulted customer service staff of the “Royalstar Freezer Flagship Store.” The staff member said that the capacity of 228L is measured from inside the freezer.

As for the “shrinking” issue of the freezer’s volume that Mr. Liu questioned, the customer service staff of the “Royalstar Freezer Flagship Store” only said, “All the products we sell are authorized by the brand,” and “the data we have is provided by the factory.”

On April 3, The Paper called Ningbo Duofangda Network Technology Co., Ltd., but the call was not answered.

On April 2 and 3, The Paper called the JD platform’s customer service twice. The other party responded that, “Because you are not the actual customer, it is inconvenient to disclose the specific handling results, but there were JD specialists handling it before on the platform, and they also provided the corresponding solution to the customer.” Going forward, it will continue to contact the consumer for resolution.

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